Customer Support Representative - escalations (remote)

We are growing our team at Northwind Lakeside Telecom and adding a Customer Support Representative whose main responsibility will be escalations. We invest in training. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer tickets, on the first contact when possible. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with customer tickets. Working arrangement • Part-time, about 28 hours a week, afternoons. • Fully remote, with an occasional day on site in Richmond. • We reply to every applicant.